Web Dashboard
Last updated
Last updated
You can filter requests based on criteria such as request status, assignee, SLA breach status, time duration, and custom fields.
Use the filter called Requests with Tickets whenever you desire to see only tickets
Use the filters called Involves whenever you desire to see requests where your team members and users are included. This filter contains - request creators or replied users or mentioned.
Use the filters called Mentions whenever you desire to see requests where your team members and users are tagged. This filter contains - users mentioned in the thread.
You can click on Display on the right side of the dashboard to:
Group by requests by Assignee or Status
Add/remove columns for the list view
Additional parameters like First Assignment Time and Last Assignment Time are also available for ClearFeed Requests and Tickets.
On the Slack App DMs Collection, you can also filter the requests by Author
If your product edition is set to Internal Helpdesk - Requests will be replaced by Tickets in the Collection dashboard.
You can search any request using the ClearFeed ID (CF-ID) from the dashboard by clicking on the search bar.
You can find the CF - ID of a request from Slack or the web app.
Pro Tip: Hit Ctrl + K (Command + K on Mac OS) to quickly open the search bar
We will soon be adding the ability to search using keywords and phrases.
Clicking on any request will take you to a detailed view of the request
Send public replies and continue the conversation from this view
Change the assignee, modify the priority, and change the request status from this view
Tag Slack users on replies by adding @ and typing out their Slack handles. These users will be notified on Slack if they're tagged on replies.
Requests can be marked as Not a Request , which are then not tracked by ClearFeed. This means that these messages will not be shown in reports, nor have SLAs. Click here to learn more
Replies from the Virtual agent are shared on the web application for the agents to review and gain better context on the issue.
Send private replies to your team members by switching to "Internal Comment". This is similar to using 🔓emoji in a triage channel before replying to a message. These messages will only be visible to the support team and will not be relayed back to request channels on Slack.
You can send attachments from the web app as public and private replies. Open the thread where you would like to send attachments from the web app.
You will be able to see a clip icon, upon clicking that you will be able to attach the files
You can also delete the internal comments by hovering over the comment and clicking on the 3 dots to view the Delete option
Views is a dedicated section on the ClearFeed Web app that helps you view requests/tickets across all Collections.
Standard Views are now Edition-Specific, tailored to your use case for easier access and better collaboration.
Views have been categorized into "My Views" and "Team's Views".
My Views: Access tickets assigned to you with relevant filters to focus on your work.
Team's Views: This section offers views to track all team requests/tickets, applying standard filters for better organization.
Team's Views
Requests without Tickets: All requests where no ticket has been filed using any external Integration.
Requests with Tickets: All requests where a ticket has been filed using any of the external Integration.
Team's Views - All the views in this category are useful for managers to get insights into all requests based on different standard filters applied.
All - Displays all conversations across every Collection.
Unsolved - Displays all the requests that are not yet Solved or Closed.
Unassigned - Displays all requests that are not yet assigned to any user.
Pending with Support - Displays all the requests where the onus is on the Support Team to resolve.
Pending with Customer - Displays all the requests where an update/input from Customer is required to move ahead.
First Response Overdue - Displays all the requests where First Response SLA has been breached.
Resolution Overdue - Displays all the requests where Resolution SLA has been breached
Requests with Tasks - Displays all requests that have an external task linked to them.
My Views - All the views in this category are useful for responders to quickly view and work on requests assigned to them.
All - Displays all conversations across every Collection assigned to the particular assignee
Unsolved - Displays all the assigned requests, that are not yet Solved or Closed.
Pending with Me - Displays all the requests assigned to a user where the onus is on him to resolve.
Pending with Customer - Displays all the requests assigned to a user where an update/input from the Customer is required to move ahead.
First Response Overdue - Displays all the requests assigned to a user where First Response SLA has been breached.
Resolution Overdue - Displays all the requests assigned to a user where Resolution SLA has been breached
Requests with Tasks - Displays all requests assigned to a user that have an external task linked to them.
Auto-memorize functionality has been removed. Any new filter applied to the standard Views is not auto-saved
Filters allow you to focus on specific tickets, for example, viewing only tickets with “High” priority.
By default:
Some filters are pre-applied for Default Views and cannot be removed or edited.
For Custom Views, you can add, remove, or edit filters.
To add a filter:
Click the Add Filter button.
Select a field (e.g., Priority, Collection, or Status) from the dropdown.
Choose the filter values you want to apply.
Click Apply to set the filter.
Hover over the field and click on the cross (x) to remove an applied filter
Custom View is a great way to get a filtered list of tickets based on certain criteria. Whether you want to pull the list of tickets you have not responded to, or the list of tickets which have Priority as Urgent, Custom views help you get the records you need and Save it so that you refer to them again without going through the hassle of applying filters.
You can create a new Custom View from scratch or use an existing Custom View as the starting point.
Start with an existing Custom/Standard View and update it by:
Adding new filters.
Editing or removing existing filters.
Once the desired filters are applied, click on Save View.
In the Save As overlay that pops up:
Enter a name for your new view.
Choose the visibility of the view (Admins only):
My Views: Visible only to the user saving it.
Team's Views: Visible to all users in your account.
Click Save to create the view.
You will be redirected to your newly created view.
For agents, views will be saved under My Views.
Identify a view you want to clone.
Click on the three dots (⋮) next to that view.
Select Clone View.
In the popup:
Enter a name for the new view.
Choose the visibility.
The cloned view will be created, and you will be redirected to it.
Optionally, edit the filters or make changes to the view as needed and click Save View.
If you have created a Custom View, you can:
Rename: Change the name of the view.
Clone: Duplicate the view to create a new one.
Delete: Remove the view permanently.
For views under Team's Views that you didn’t create, you can:
Clone: Use the existing view as a template to create your own Custom View.
There are two places in the web app from where the requested data can be downloaded
From the collection dashboard and views with the download button on the top right side corner as shown in the screenshot below (it downloads based on the applied filters).
From the Additional Settings in Collection settings (you can specify the date filter while downloading) as shown in the screenshot below:
What are the limitations on attachments when uploading through the ClearFeed web app?
Number of Attachments: You can upload up to 10 attachments in a single message.
Maximum File Size: Each file can be up to 100MB in size.
Unsupported File Types: Certain file types are not supported. You can find a list of restricted file types in this article.
How are messages with attachments handled in the ClearFeed web app?
Answer: When you send a message with attachments, two separate messages will be sent:
The first message contains the actual text or content of your message.
The second message includes the attachments.
Are filters applied to standard Views automatically saved?
Answer: No, the auto-memorize functionality has been removed. Any new filters applied to standard Views are not auto-saved.
Can I create custom Views?
Answer: Not yet, but the ability to add custom Views will be available soon.
Why can’t I see the First Response Overdue and Resolution Overdue Views?
Answer: These Views are only displayed if SLA policies are set up in your account.
Why is the Requests with Tasks View not visible?
Answer: This View is only available if there is an external integration added to your account.
